Today's call center requires technical heft to help firms within the insurance industry focus on the customer and build strategic advantage. This often demands a continual investment in technology. Such investment though, demands scrutiny to select the proper technology with a finger on the pulse of the return on investment.

The cost-benefit relationship has prompted call center managers and IT folks alike to consider not only the features of technology available, but also the many different options of the technology, including Software-as-a-Service (SaaS) and open source applications.

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